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Hey girl, Hey, and welcome
back to this episode.
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Now, throughout the season, I've been
talking about your big girl, your big
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boy business, and making sure that you
had tools in place or had the ability
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to hire help to do those tasks and those
things that you don't understand, or
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that just aren't in your wheelhouse.
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As you grow as a business owner, going
from that solopreneur to team or from
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that team to a larger enterprise, then you
start realizing that there are things that
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you just should not be doing as a CEO.
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Now last week's episode, I honed in
on that customer experience journey.
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What does that look like?
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Ensuring that no matter where people
enter your business ecosystem, that
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that journey stays the same throughout.
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So your social media, your website,
your even the, once they're sold, once
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they bought the product or once they
purchase your services, making sure
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it all looks the same and it's all
streamlined, that they get the same.
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Energy now how people
always say, keep that.
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Keep that same energy . Keep that
same energy throughout the entire
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process when you are thinking
about your customer experience.
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And when it came to record this episode,
I started thinking about a client that
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I've been working with because it's
something important that we often forget.
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The customer experience is very important.
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Yes, it is.
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And I would say it is more important than.
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Your business goals, your customer
experience, a great customer experience
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will help you reach your business goal.
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So I think if you pour more
into your customer experience,
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your goals will be met.
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However, I always have a caveat.
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Don't create a customer
experience that you as the owner
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or you and your team cannot.
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Sustain.
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So when you're creating these, and what I
mean by that is when you're creating the
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tools or the paths that people are going
to be able to experience your product.
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Don't do it on platforms or using
tech or using whatever software that
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you or your team are not equipped to.
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maintain, or you're not
equipped to sustain.
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And the reason why I bring this up is
that I was helping a client with her
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customer experience journey on her website
and also integrating tools that would
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help her create a better experience.
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So we looked at a couple options
when it came to doing intake.
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A lot of my customers do require
that their clients fill out some
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kind of form or some kind of
application before working with them.
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Every client is not the same.
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One client may need a CRM or another
client may just be only comfortable
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with using the things that are
incorporated into WordPress elements
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or like the forms, because that's
what they're used to working with.
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So when you're creating that, when
I was creating the journey for her
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customers and what that experience
looked like, I had to make sure.
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That it also aligned with her
business's capabilities as far as tech.
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And as far as, uh, the weight,
the amount of services there.
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They can fulfill an amount of products.
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They can fulfill.
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I'm doing the same thing
with another client.
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So she actually sells physical products
I've been on a call with her marketing
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team We have calls with our branding team
So we can make sure that that experience
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when people go into her website when
people interact with and I think I
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talked about this Last episode when they
interact with her products in person.
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What does that journey look like?
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but on the back end What kind of tech am
I incorporating to ensure that her and
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her team can sustain it or that her and
her team, if they need to scale, if they
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need to shrink down, do they have those
options with the, infrastructure that I
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build or the infrastructure that I help
them incorporate when it comes to their
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customer experience and their website.
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So as you dig into your brand and as you
dig into what does my customer journey
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look like, you need to think about.
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Okay.
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What does their journey look like?
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But what can I maintain?
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What can I sustain?
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Cause if you can't sustain it, then
your experience is going to flounder.
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It's going to flop and flop.
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They don't flop and flounder anyway.
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Your experience is going to
deteriorate because you created
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something that sounded great.
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It briefs well, that's what
I say that all the time.
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It briefs well, but at the end
of the day, it's not sustainable.
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So think about that as you're moving
through, these episodes, as you're
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hearing from the experts, as you go
back and listen to past episodes,
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thinking about the visibility trifecta,
thinking about what is that next move?
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How do I scale?
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What do I do next?
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Make sure that you incorporate
things that are sustainable to you.
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And if you are struggling with your
customer experience and the infrastructure
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that you've built, reach out.
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A lot of times what happens is people
have someone build their website or
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they're like, Oh, I need an email list.
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Let me go purchase ConvertKit.
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I'm just throwing names out there.
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Let me go get ConvertKit
because I need an email list.
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And I heard this is the best.
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Oh, but I need this thing too.
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So let me go get Dubsado.
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Oh, and I need this thing too.
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So let me go get this thing.
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And all these things are
disjointed and none of the things
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are talking to one another.
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So your experience, the journey that your
customers are going through, it feels
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very hodgepodge and not put together
because one, you've grabbed up all
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the tools and they're not talking to
each other, nor are they streamlined.
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Nor does it feel the same.
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That is why it's important
as when you're hiring.
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People to build your brand, help
you build that customer experience.
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Make sure everyone's speaking on
the same page and they're having
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the same goal for your business.
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And I'll leave you with this one
last example, because I'm excited
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about the project that's coming
up is I have a client that I'm
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working with now and I'm going.
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To her photo shoot, I'm going on set
to one, make sure we get the images
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that we need for her website, but
two, that they also are creating
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cohesive customer experience.
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She's had a brand designer
and the brand strategy session.
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She has.
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A beautiful strategy.
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She has, beautiful logos,
colors, fonts, all those things.
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And I'm excited for us to launch.
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She has the copy that is
speaking to the people.
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And it's funny with the name
that speaks is in the name of her
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business, but the copy is copying.
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And so when it comes to the images,
the photographer, he's received
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all the things far as the copy and
the strategy, but the website is
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where it all comes together in one.
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And I'm going to her shoot to make sure
that we get the images that we want,
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but they also continue to tell that
brand story so that as clients come
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to her, they are receiving that same.
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Customer experience from beginning
end from social media, to website, to
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purchase, to working with her as a coach.
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Or if it's from in person event
to working with her, to website,
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to working with her as a coach.
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Podcast interview, to website,
to working with her as a coach.
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You see that piece in the middle
that I keep bringing up the website.
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If you have not gotten it yet,
the website is the heartbeat,
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the nucleus of your brand.
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And people are coming from all pieces of
the ecosystem to that central hub to make
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that purchase or to book your services.
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All right, y'all.
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That's all I have for now.
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if you have any questions, hit me up.
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I love to hear from you.
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And just remember when you're building
that customer experience journey.
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Don't build it in a way
that you can't sustain it.
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Make sure you build it in a
way that you can sustain it.
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I'll talk to y'all in the next episode.
